Dunkin' — Restaurant in Bedford Heights

The first three times I went to this Dunkin Donuts location were great. The coffee tasted fresh and made correctly and the donuts were fresh and delicious. The employees were also okay...(they didn't go out of their way to smile or acknowledge my presence but that's okay, I get it, working with customers all day can be draining.) Recently, the location has started rapidly going downhill. The past 2 times were absolutely some of the worst I've experienced at any restaurant. First off, the employees look really dour at this location. It's definitely a negative vibe you can pick up on in the atmosphere. We placed an order through the app, and they left out the smores donut we ordered. However, they placed our order on the counter without the smores donut in the bag. When we asked, they said the smores donut was discontinued. Okay...fair enough. No apology or offer to give a new donut. We had to ask them for a different donut. Also, if they knew the donut was out, why not tape a note to the bag or hold the order until we ask for it so they can explain it was out of stock? Additionally, the replacement donut they gave was inedible. It was a boston cream donut that had barely any icing and just a dash of cream towards the end of the donut. The coffee also was noticeably watered down that time.

The second negative experience occurred on Sunday, Sept 1st. My significant other and I both ordered cold brew coffees - one was pumpkin and the other was butter pecan. We placed the order through the app. It was waiting at the order pickup counter for us, and I could immediately tell that it was made wrong. There was no cold foam in either, and they were put in the wrong type of container. The cold brews are normally in the sip cups so you can taste the cold foam. Any other container just doesn't make sense. They had them in regular cups with straws. I took a taste of the butter pecan "cold brew" I ordered, and it just tasted like water with a very faint hint of old tasting butter pecan. It was downright nasty. No coffee taste at all. My partner's pumpkin cold brew tasted extremely off as well. It was definitely made wrong. I asked the worker if it could be put in the correct cup, and she did reluctantly put it in a new cup. It still tasted awful. Also, the maple sugar bacon wrap was inedible. It was hard, tasteless, and extremely stale. The pumpkin muffin that was ordered by my significant other had no frosting on it, but he did state it tasted good.

This location takes no pride in its customer service, guest experience, and preparation of coffee and food. I'm just not certain why the experiences became so negative so quickly. Is it a management or hiring issue?

I highly recommend avoiding this location. Prices are just too expensive, and we were only using it as a weekend treat. Therefore, it was extremely disappointing to have this type of overwhelmingly negative experience. I also contacted customer service via the app since we mostly do mobile orders, and they have yet to get back to us regarding a refund for those incorrectly made and terrible tasting coffees. I guess their corporate customer service has issues as well. I think I'll take my business to local coffee shops or Starbucks...

Terrible service!!! Often terrible service but I keep going 🙄 I have to stop! So today I ordered online and it seemed ok when I got to the speaker stated online order pick up! They say you can pull around. I say thanks! Now that couldn’t be the same girl at the window because when I pulled up she opened the window and stared at me 🥴. We stared at each other for a few seconds before feeling awkward soo I just stated mobile order pick up…. She states “for” not so friendly and I say my name. She turns and hands me some of my order then closes the window without saying anything! So I continue to sit there. She turns opens the window and says “waiting on something else?” I say I had drinks. She looks around looks back and says what drinks? I tell her about 3 times because apparently she can’t hear with the headphones on. She give me two drinks I say are these the same they look the same she says they’re the same with a duh tone! I say I had two different drinks and tell her what kind about 3 times again! She says nothing pauses then reaches her hand out so I give her one back! They make the right drink and she hands it out to me never saying anything and closes the window! Not sure why I have to come to an establishment spend my money and get treated like trash AND greet and thank their employees for being rude! It’s soooo...

If I could give them less than one star I would. This is the worst dunkin I have ever been to. They always have an attitude and they mess up the orders 9/10 times. They also refuse to give refunds or fix their mistakes most of the time and the manager lies about it and treats people poorly. My boyfriend ordered a large iced chai latte with light ice and they handed it to him only 3/4 the way full. We went back around and said something about it and the manager refuse to fill it the rest of the way because it was light ice -even though my coffee was light ice too and was filled all the way- so we asked for a refund and the manager said they're not allowed to give refunds. Do not go here. There's no good way to even put in a complaint with corporate. I've wasted my money here on more than one occasion and I'm livid. NEVER going here again!!!

And all those 5 star reviews are fake! Don't listen to them! Just read some of them and you'll see what I mean. This place should have a much lower rating...